Denise H.

Part II of Complaint written on Monday, April 26,2021@ 1:35PM

Later on in the day on 4/26 I received a call from a Manager by the name of Robert Boris. Funny how it only took a few Reviews to finally get someone to step up to assistance me with my dilemma. Coincidence or not, that call I've waited for so long, at last was happening. Robert of course apologized for my frustration and aggravations, he indicated he could not get a earlier installation date but wanted to offer me $150.00 credit for my Aggravations. I didn't think that was very much for all I've endured but I was going to accept the offer until when I asked should I deduct the $150.00 from the total due at the end of installation, this is when everything went downhill. Robert informed me that I couldn't deduct it from the total due and the Credit would be applied in another manner. Also he told me that I had to pay the Contractor up front the remaining balance due when he arrives and before he even starts installation of my floors. Now could anybody tell me why I would do that? I put a Down Payment of $846.01 when I agreed to have Empire do this job. If a contractor comes into my home, I hand over a check for the total amount before he begins this job and this Contractor couldn't finish the job because he wants to take ½ the day taking cigarette breaks outside and now have to come back the next day to finish or decides to say he's going to lunch and doesn't return until 2 days later or mostly just does a unsatisfactory or inferior job, I don't want any of this frustration with having to deal with Contractor and more hassle while trying to get an issue rectified with Empire. Empire has worn me out mentally. I just can't do it with Empire again. I refused the offer from Robert and would not agree upon their system of payment and it was not an option for me to make that decision to CANCEL the job period. Who in their right mind would hand over a full payment to any Contractor before the work is started and completed? Asking for more than half of the project cost up front, is a big red flag to me. I'm not taking the risk of some shady contractor sent by Empire and run the risk of poor work or taking a chance on getting ripped off by the Contractor or Empire. What I've described are true events from Customers Reviews. Horror Stories from others who have encountered dreadful experiences with Empire Today who put forth money and had to seek legal Assistance or assistance from other entities to get their disputes rectified. At this point, all I was interested in was getting my full refund back After cancelling, Robert indicated I would get a call from the Cancelling Dept. with my refund information. OK not falling for that one again. I took upon myself to contact the Cancelling Dept. because I didn't want to wait days for a call back. Been there, done that with Empire. I was able to connect with Ernesco Garcia from Corporate who was kind and sincere enough to really try to make the effort to keep me as a customer and asked to give him a chance to get this right. I listened and Ernesco who extended a really nice offer way above what Robert offered. A $500.00 Credit this time was offered. It was a great offer but unfortunately Ernesco didn't have the authority to override appointments to get me an earlier date and he couldn't reverse the up front payment to the Contractor. So he actually couldn't do much either to make it right other than offering a higher amount of Credit then Robert. Ernesco has advised me that he granted my full refund in which I should see within 5-7 business days. That's where I'm standing now waiting for my refund. Hope I don't have this as an issue. Have other Flooring Companies in for estimates. Hope they will be a better fit than Empire Today. Customers proceed with Caution when doing business with Empire Today. Hope you have a better experience that myself and so many others.

My Ordeal began March 29,2021. Sales Rep. Xavier Rowe arrived within the windowed time that was scheduled. Had a pretty decent experience while viewing samples and discussing purchasing of Laminated Flooring from Empire Today. Xavier offered his card with his phone number and advised us that we can call him anytime with questions or concerns. Found out during my issues that he's the typical Sales Person. Get the sale, get your down payment then don't answer his phone or return voicemails. Wished I'd kept my bottle water I offered him that he gracefully accepted. Wrote a check for $846.01 for the Down Payment and was scheduled for an April 7th, 2021 Installation Date. Day of Installation 4/7 Contractor arrives around 9:30am to find that he DOES NOT have the matching 3/4 Quarter Round needed for installing the floor. Contractor tried to find at Home Depot & Menards with no luck therefore I had to reschedule until the Warehouse could Order and shipment comes in. After a week I had to contact Customer Service to find out if that material had arrived so that I could reschedule another install date even though I was told someone would contact me when the material came in. Never got that call. Once it was confirmed Quarter Round was at the warehouse Customer Service scheduled me for April 20th two weeks later. I called Empire again prior to the install date to make sure everything was ready to go for the 4/20. All was confirmed by Customer Service that everything was set and ready for Install on that date. April 20,2021 - 11:00am no call, no show. 12:00pm called Customer Service to advise no show no call of Contractor. Customer Service assured me that the Contractor would be here, but had a 10-hour window, which is an entire day to sit and wait for a Contractor to arrive. Was told by Customer Service if the Contractor is not here by 2:00 PM to call back. 2:00 pm - No Call No Show. Not only had the Reps been trying to connect with someone in the Installation Dept. to no avail, as well as I had been calling the Installation Dept. all day. No answer. Left Voicemails- No Call Back. Finally, I had to ask for a Supervisor because I was getting nowhere with this whole fiasco. Spoke with a so-called Supervisor by the name of Sal or Sol who made me aware of how incompetent he was as well as the whole entire Company couldn't provide an answer as to why this happened but did advise that Empire had made contact with the Contractor earlier that day who was to be assigned and the Contractor advised them that he had no scheduled assigned job for that day for my location. Empire knew they screwed up but neglectfully never called me to advise me of the screw up to let me know that NO Contractor will be at my home that day. Empire had me waiting the whole day without any communication, apology or explanation as to why no one had the decent courtesy to contact me to inform me of this error. This is Piss Pour Business Practices by Empire. Oh, it doesn't even end here. The so-called Supervisor Sol/Sal indicated he would request a Manager to contact me to see if they could give me an earlier scheduled appt. Before May 4th within 24 hours. 4/26 have not received call from Manager or anyone else from Empire. From 4/20 until today 4/26 I have called and called Empire on a daily basis to speak with a Manager to schedule an earlier appointment before May 4th. Each time Customer Service tries to connect with the Installation Manager no one answers the call. I have tried calling myself and no one ever picks up in Installation, you leave message and no one responds back. How can you have a Title as Installation Manager and don't hold true to your position? These people are not performing their jobs or services to their Customers but are getting paid for not doing what their position requires them to do. Who is their Manager? It wasn't my fault that Empire is an incompetent Company and can't get it right. After re-scheduling twice due to Empires blunders, I totally should not have to wait another 2 weeks because Empire is incapable of doing business appropriately. When I called today 4/26 a Customer Service Rep. Indicated that my complaints have just been assigned after 6 days of complaints and definitely not within the 24-hours, time allotted to me for a call back, to a Person by the name of Alicia who is supposed to be assigned to my case #*******715. I guess I have to give her at least 24 hours to make contact, but I'm telling you if she can't provide me some kind of acceptable resolution, I will be cancelling my order with them and demanding my full refund amongst other entities that I will contact for all of the aggravation and inconvenience that I have endured. That will include reaching out to the CEO, President and writing every source I can find to provide my reviews of this untrustworthy, unreliable, undependable, so call Company Empire Today. It's such a shame because I have used Empire for all my apartment and my home carpeting needs for years when they were a reliable Company back in the day. My last purchase being 14 years ago. I didn't even check the reviews because of the great experience I previously had in the years I've hired Empire. I should have read the awful and terrible reviews that had been written about the Company currently. Now this new school Empire Today is the most unorganized Company I have ever, absolutely ever dealt with in my whole life of being a purchasing Customer. Worst and most terrible experience I've ever had. I don't see how this Company will survive treating their Customers and running their Business as they do.

Part III of Complaint written on Monday, April 26,2021@ 1:35PM

This is Empire's Today response to the reviews I submitted to different entities regarding the horrible experience I received from Empire Today:

In review of your account, I noticed that you had cancelled your order for laminate. I would like the opportunity to discuss with you the primary reasons for cancelling your order, so that we can learn from the experience. In addition, I can provide you with beautiful new floors for a new low price of $2,457.29. Please respond to email to take advantage of this offer.

MY RESPONSE TO EMPIRE TODAY:

Hi Krystle,

Yes, I did cancel services with Empire. The frustration and aggravation I've endured from Empire was/is unacceptable. You're another example as to why. Sure, let's discuss my dissatisfaction with Empire Today.

I've spoken to (2) Mgrs. Prior to you emailing me today with your so-called new proposal offer.

Your offer is the worst out of both offers presented to me already. Let's do the Math.

1st Mgr. Offer - $150.00
2nd Mgr. Offer (Corporate) - $500.00
Your (Krystle) offer - $80.75

I feel my intelligence is being tested right now. This is what you call your New Low Price and offer? This is what you offer me to keep me as a Customer? This is got to be a joke.

What you can add as a learning experience is to not expect your Customer's to pay the Contractors up front the remaining balance due when he arrives and before he even starts installation of a Customer's floors. Now, could anybody tell me why I would do that?

I put a Down Payment of $846.01 when I agreed to have Empire do this job. If a contractor comes into my home, and I hand over a check for the total amount before he begins this job and this Contractor couldn't finish the job because he wants to take ½ the day taking cigarette breaks outside and now have to come back the next day to finish, that's if he shows back up the next day or decides to say he's going to lunch and doesn't return until 2 days later or mostly just does a unsatisfactory or inferior job, I don't want any of this frustration with having to deal with any Contractor and more hassle while trying to get an issue rectified with Empire.

Empire has worn me out mentally. I just can't do it with Empire again. I refused the offer from Robert because I would not agree upon your system of payment. This was not an option for me, that's why I made that decision to CANCEL the job period.

Who in their right mind would hand over a full payment especially that large amount to any Contractor before the work is started and completed? Would you? Asking for more than half of the project cost up front, is a big red flag to me.

I'm not taking the risk of some shady contractor sent by Empire and run the risk of poor work or taking a chance on getting ripped off by the Contractor or Empire. What I've described are true events from Customers Reviews. Horror Stories from others who have encountered dreadful experiences with Empire Today who put forth money and had to seek legal Assistance or assistance from other entities to get their disputes rectified.

Another thought would be to, have your Sales personnel to inform Customers up-front that they would have to pay the Contractor upon arrival before the job starts. This would allow the Customer to approve or disapprove that decision at the point of Sale. I would have surely not hired Empire under these conditions if told this up front.

Why not just have the Sales Personnel ask for the whole total amount due at the Point of Sales and Empire can pay the Contractor directly. Again, I would definitely not agree with this system of payment and would have sent the Sales Person on his way.

I would have surely accepted the highest offer to me, if your payment policy was not as such to pay up front to the Contractor. If you're able to make that part of your policy go away (from looking at your offer, not expecting you to do so) then maybe I can reconsider hiring Empire again.

After tolerating the issues that I've endured with Empire since April 4th, all I requested was to be able to Pay the Contractor after the job is done like any legitimate Company would have me do. I had even accepted a install date 2 weeks from the 2nd scheduled install date in which that was a no-call, no-show. No Mgr. Was able to get me a sooner date then May 4th. Empire screwed up the 1st Install date as well.

I believe I have given my all to agree with getting this project done but all I'm getting from Empire Today are obstacles, disappointments, aggravation, frustration and no stepping out of the box for your Customers after Empire has screwed up twice before. I feel Empire is contradictory when saying you care about your Customers Experience.

Thank you for your proposed offer, but it definitely wouldn't be your offer Krystal to keep me as a Customer especially since I received better offers previously a few days ago from Mgrs. From Empire.

Thank you

Gave this Company "1" Star only because I had to for submission of this complaint. My Ordeal began March 29,2021. Sales Rep. Xavier Rowe arrived within the windowed time that was scheduled. Had a pretty decent experience while viewing samples and discussing purchasing of Laminated Flooring from Empire Today. Xavier offered his card with his phone number and advised us that we can call him anytime with questions or concerns. Found out during my issues that he's the typical Sales Person. Get the sale, get your down payment then don't answer his phone or return voicemails. Wished I'd kept my bottle water I offered him that he gracefully accepted. Wrote a check for $846.01 for the Down Payment and was scheduled for an April 7th, 2021 Installation Date. Day of Installation 4/7 Contractor arrives around 9:30am to find that he DOES NOT have the matching 3/4 Quarter Round needed for installing the floor. Contractor tried to find at Home Depot & Menards with no luck therefore I had to reschedule until the Warehouse could Order and shipment comes in. After a week I had to contact Customer Service to find out if that material had arrived so that I could reschedule another install date even though I was told someone would contact me when the material came in. Never got that call. Once it was confirmed Quarter Round was at the warehouse Customer Service scheduled me for April 20th two weeks later. I called Empire again prior to the install date to make sure everything was ready to go for the 4/20. All was confirmed by Customer Service that everything was set and ready for Install on that date. April 20,2021 - 11:00am no call, no show. 12:00pm called Customer Service to advise no show no call of Contractor. Customer Service assured me that the Contractor would be here, but had a 10-hour window, which is an entire day to sit and wait for a Contractor to arrive. Was told by Customer Service if the Contractor is not here by 2:00 PM to call back. 2:00 pm - No Call No Show. Not only had the Reps been trying to connect with someone in the Installation Dept. to no avail, as well as I had been calling the Installation Dept. all day. No answer. Left Voicemails- No Call Back. Finally, I had to ask for a Supervisor because I was getting nowhere with this whole fiasco. Spoke with a so-called Supervisor by the name of Sal or Sol who made me aware of how incompetent he was as well as the whole entire Company couldn't provide an answer as to why this happened but did advise that Empire had made contact with the Contractor earlier that day who was to be assigned and the Contractor advised them that he had no scheduled assigned job for that day for my location. Empire knew they screwed up but neglectfully never called me to advise me of the screw up to let me know that NO Contractor will be at my home that day. Empire had me waiting the whole day without any communication, apology or explanation as to why no one had the decent courtesy to contact me to inform me of this error. This is Piss Pour Business Practices by Empire. Oh, it doesn't even end here. The so-called Supervisor Sol/Sal indicated he would request a Manager to contact me to see if they could give me an earlier scheduled appt. Before May 4th within 24 hours. 4/26 have not received call from Manager or anyone else from Empire. From 4/20 until today 4/26 I have called and called Empire on a daily basis to speak with a Manager to schedule an earlier appointment before May 4th. Each time Customer Service tries to connect with the Installation Manager no one answers the call. I have tried calling myself and no one ever picks up in Installation, you leave message and no one responds back. How can you have a Title as Installation Manager and don't hold true to your position? These people are not performing their jobs or services to their Customers but are getting paid for not doing what their position requires them to do. Who is their Manager? It wasn't my fault that Empire is an incompetent Company and can't get it right. After re-scheduling twice due to Empires blunders, I totally should not have to wait another 2 weeks because Empire is incapable of doing business appropriately. When I called today 4/26 a Customer Service Rep. Indicated that my complaints have just been assigned after 6 days of complaints and definitely not within the 24-hours, time allotted to me for a call back, to a Person by the name of Alicia who is supposed to be assigned to my case #*******715. I guess I have to give her at least 24 hours to make contact, but I'm telling you if she can't provide me some kind of acceptable resolution, I will be cancelling my order with them and demanding my full refund amongst other entities that I will contact for all of the aggravation and inconvenience that I have endured. That will include reaching out to the CEO, President and writing every source I can find to provide my reviews of this untrustworthy, unreliable, undependable, so call Company Empire Today. It's such a shame because I have use Empire for all my apartment and my home carpeting for years when they were a reliable Company back in the day. My last purchase being 14 years ago. I didn't even do reviews because of the great experience I previously had in the years I've hired Empire. I should have read the awful and terrible reviews that had been written about the Company today. Now this new school Empire Today is the most unorganized Company I have ever, absolutely ever dealt with in my whole life of being a purchasing Customer. Worst and most terrible experience I've ever had. I don't see how this Company will survive treating their Customers and running their Business as they do.